Agreement Overview and Scope

Under this agreement, the Supplier is contracted to handle the 1st line Support and minor system administrator tasks for the Customer. This agreement is intended to outline the Services the Customer will purchase from the Supplier and the related delivery mechanisms and processes.

This agreement does not cover any coordination between The Customer, Adonis and Third-parties, in cases where it is unclear where the fault lies and the Third-Party is contracted via the Customer and not Adonis.

Service Scope

This Agreement covers the services similar to, but not limited to the below.

1. Act as 1st line Support for the End User of the Adonis Applications only, for the Customer that holds the main contract. This include the following applications:

   1. Adonis Personnel Manager

   2. Adonis Employee Portal

   3. Adonis Crew Portal

   4. Adonis Web Recruitment

2. Reset user passwords on any Adonis products

3. Create new adonis users in Adonis Control Centre based approved request from customer

4. Adding or setting passive a General Code upon request

5. Adding or setting passive a vessel/position in Chain of Approval upon request

6. Adding or setting passive a vessel/position in the Organization Structure upon request

7. Adding or setting passive a vessel/position requirement in the Requirements profile upon request

Out of Scope

Out of scope is similar to, but not limited to the following items:

1. Larger configuration changes, database maintenance, reconciliation work and similar

2. Malfunctioning of the Customer's work processes due to changes in the setup and configuration initiated by the Customer.

3. Configuration changes initiated by the Customer in the hardware, database, or application setup resulting in system malfunctioning

4. Consultancy related to configuring or re-configuring the setup

5. Replication Surveillance or fixing of any replication issues

6. Training of customer personnel either as administrators or end-users

7. Installing, setting up, or configuring new sites

8. Upgrade of any sites outside Adonis Cloud

9. Configuring new vessels, new rotation plans or similar

10. Maintenance of any data in the system

11. Maintenance of, or creation of customer specific manuals or user instructions.

12. Creating new or changing any reports, views, or similar.

13. Approval of Travel Expenses, Timesheets or similar

14. Processing of any data like Travel Expenses, Timesheets or similar.

15. Hardware and server environment maintenance, updates, installations or similar

Customer Responsibilities and/or Requirements

Customer responsibilities and/or requirements in support of this Agreement include:

1. Availability of customer representative(s) for:

   • Assistance in resolving a service related incident or request

   • Assistance if there are problems when making a remote connection to a site

   • Approving any changes to the setup before they are performed by Adonis

2. Maintenance of all data in the system

3. Payment for all costs as agreed upon entering this agreement

4. Provide necessary access for Adonis personnel to all relevant systems

5. Provide overview of vessel status and planning for location and connection purposes

6. Provide Adonis with any Customer specific material on processes, procedures or manuals that can be of assistance solving reported issues or answering questions

7. Follow the Adonis recommended Upgrade Path. 

8. Make sure all systems are following the Adonis Technical Requirements
   PD Adonis System Architecture and Technical Requirements

9. Availability of a database administrator or equal role in the situation where access to the main database or database cannot be given to the Provider due to company policies

10. If the customer runds on a local installation, all environments are the responsibility of the customer.

11. Notify the Supplier when detecting a hardware malfunction

12. Notify the supplier of any modification made by the Customer in the hardware setup or software configuration

Adonis Responsibilities and/or Requirements 

Adonis responsibilities and/or requirements in support of this Agreement include:

1. Meeting response times associated with the standard Adonis Service Level Agreement

2. Notification to Customer of cost estimates before taking on any service job which is outside this agreement

3. Forward any reported issues or questions outside of this agreement to The Customer’s representative

4. Provide the Customer in written that additional charges may apply before any work is started for any Service Requests that are received.

Reporting

The Customer will have access via our Adonis Customer Portal to the Adonis HR Service Desk. A named customer contact will be added as a watcher to all incoming requests. All relevant information with regards to minor Service Requests and events as described in this Agreement will be registered and followed up via this board.

SERVICE AVAILABILITY

Adonis Customer Portal

E-mail, monitored 24/7 (mailto:support@adonis.no)

ONSITE ASSISTANCE

Onsite assistance is not covered by this agreement.

For requested onsite assistance, the standard contract terms for onsite consultancy apply.

Service Level Agreement for Administrator & 1st Line Support Services Agreement

Standard Support Services will continue to follow the Adonis Standard Service Level Agreement

Adonis Service Level Agreement